If you need to contact the team over the weekend, check out our weekend help guide here.
The first thing you need to do if you’ve gone off supply is to make a top-up payment at your local PayPoint, or if you’re a PAYG+ customer you can also top up online or via the app.
You’ll need to have a positive credit balance for your energy supplies to reconnect, so make sure you check the balance, to know how much you need to top up by. It's important to remember that your usage whilst you were in your non-disconnect period (for PAYG+) or your emergency credit (for PAYG Standard) will need to be paid before going into a positive balance.
If you have a traditional meter, it will reconnect as soon as you make the top-up. If it doesn't, please call us on 0330 102 7517.
If you have a smart meter, you may need to manually reconnect your supply. To do this, please press A, A, B on the meter's keypad.
With PAYG+ you might need to type in a 'reconnection code' into one of the meters, but this will be outlined to you via email or SMS (depending on your communication preference).
With PAYG Standard, if your gas meter shows ‘VEND’ rather than ‘CONNECT’ then your top-up hasn’t worked. If this happens, you’ll have to enter your top-up receipt number by hand. Find your top-up receipt and type the number into your In-Home Display (IHD). If there’s no connection, you can use your meter keypad – just press A to start.
For your safety, make sure your boiler pilot light is relit and there’s no gas escaping from any fires, hobs or any other gas appliance that were being used when the gas went off.